Head of Customer Lifecycle Marketing

About the role

Customer Lifecycle Marketing (CLM) is responsible for engaging and nurturing customers through their entire lifecycle and across the Justworks platform. The function plays a critical role in growing Justworks’ business by helping to grow the number of customers on the platform, increasing their lifecycle value, and lengthening the amount of time they remain customers. CLM does this by designing and managing the flows and sequences that ensure customers receive the right message on the right channel for where they are in their journey.

Your mission is to build and scale the Customer Lifecycle Marketing function with a goal of systematizing how we engage customers at critical points in their lifecycle to grow our business. You will be responsible for creating the strategy that guides our customer lifecycle priorities, along with developing the operating model that enables us to execute against the strategy. You will manage our portfolio of lifecycle marketing programs and campaigns across customer stages, segments, and objectives.

You will also lead our Customer Lifecycle Marketing team, developing and growing t talent,  a team of lifecycle marketing experts, building the capabilities, expertise the function needs to operate at scale. You'll do that through decisioning and agents, in close partnership with Customer Success, Sales, Product Marketing, Data and Analytics, and Product.

What you'll be responsible for:

• Customer Lifecycle Portfolio: Design and manage a portfolio of customer marketing programs spanning acquisition, activation, retention, expansion, and advocacy that enables Marketing to achieve its customer growth and revenue contribution goals.
• Journey Architecture: Partner with Product Marketing to design and build the audience segments, triggers, sequences, and delivery logic required to ensure customers receive the right touchpoint at each stage of their journey.
• Lifecycle Channels: Own the playbooks, processes, and standards that drive the execution of core customer engagement channels (email, in-product, and SMS) and partner with Customer Success and Sales to integrate with human-led channels.
• Performance Measurement: Partner with Marketing Insights to measure and understand the impact of Customer Lifecycle Marketing on key customer and platform metrics and use these findings to optimize program performance.
• Customer Lifecycle Team: Lead and develop a high-performance Customer Lifecycle Marketing team (currently three senior individual contributors), enabling them to grow their impact, expertise, and ownership.
• Operations Partnership: Partner with Marketing Operations to translate the lifecycle strategy and playbook into the system capabilities and operational processes required to execute, measure, and optimize.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

What you'll bring:

• Lifecycle Experience: 10+ years in lifecycle, CRM, growth, or customer marketing roles, ideally in a platform business with an expansion motion and an SMB target customer.
• Customer Centricity: A point of view on what a customer needs at a given moment and the discipline to decide when the right answer is to leave them alone. You treat customer attention as scarce and spend it deliberately.
• Business Impact: You have a track record of running programs and functions that achieve acquisition, retention, and expansion goals and drive customer and revenue outcomes.
• Marketing Craft: You have built thoughtful and dynamic customer-facing experiences that use customer data and interaction signals to go beyond simply sequencing emails.
• AI and Agent Expertise: You have used AI to automate and personalize customer experiences, and are eager to leverage the next-generation of agentic lifecycle marketing solutions to increase impact.
• Partnership and Collaboration: You have developed effective ways of working with teams like Content, Product Marketing, and Marketing Operations, and created strong partnerships with functions like Customer Success, Sales, and Product.
• Leadership: You have successfully set the direction for a team being built, and you have a demonstrated ability to develop and hire top talent, including growing senior individual contributors.

The base wage range for this position based in our New York City Office is targeted at $166,000.00 - $214,000.00 per year.

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